Top Customer Service and Business Articles
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
7 Reasons Why the Customer Should Be #1 by Ilya Pozin
(LinkedIn) The customer is king. Believing otherwise will likely drive your business into the ground. Here are a few tips from John Tabis to get you on the fast-track to putting your customers first.
My Comment: Great article. These are great tactics, even more than reasons, to make the customer number one. And, if you use these tactics and reasons for your internal customers (as in employees), you will create an amazing culture.
Employees Are Customers, Too by Tim Miles
(Business2Community) The most important hat your employees wear is the customer hat — now available in “extremely satisfied.” That’s right — your employees are also your customers, and they should be treated as VIPs.
My Comment: This article is an excellent reminder that your internal customer is every bit as important as the external customer. One of my favorite “mantra’s” is that what is happening on the inside of an organization is being felt on the outside by the customer. Create an internal customer service culture and the employees will understand and deliver great customer service to the external customer.
How To Promote Employee Engagement Within Your Organisation! by Editor
(TurnOverCost.com) Employee engagement is a term often used in business management circles when referring to an employee that is fully involved in their work. An employee that is engaged, is a great asset to a workplace as they will be keen to involve themselves in the key goings on within the organisation which will result in a better working environment and improved morale.
My Comment: You can’t ignore the importance of employee engagement. As it applies to the customer, and that means customer service and the experience, disengaged employees will not always rise to the occasion. Their disappointment and lack of enthusiasm can go against what the company wants to achieve with their customers. This article approaches some of the symptoms of employee disengagement and how to deal with them.
105 Brilliant Ways to Improve Customer Service: Small Business Advice from Bloggers by Valpak
(Valpak ) We scoured the web for the crème de la crème of small business advice on how to excel at customer service. With all the creative minds we uncovered out there sharing unique perspectives and clever ideas about boosting customer service, there is guaranteed to be something here you’ve never thought of before.
My Comment: I love this type of post. What a great resource for all businesses – big and small – in any industry. Lots of great ideas from many different experts who post great customer service content on the web.
The Importance of Customer Service in the Mobile Era by Alex Hisaka
(Desk.com) Companies that are serious about customer service will therefore have to take proactive steps to interact with customers who are getting used to instant and ‘within arm’s reach’ contact. Relying on traditional, office-hours based, ways of interacting with customers simply will not do anymore. Some of the ways in which customers with mobile devices may want to interact with your company include the following.
My Comment: Mobile communication is changing the way many companies do business. If you don’t understand the way mobile is helping to create a better customer service experience, this article is a good place to start.
